TERMS AND CONDITIONS OF POSTAL SERVICES
(Postal Conditions)
according to article 27 of the Law No. 324/2011 of Coll. on "Postal Services and Amendments to Certain Acts" as amended
1. General provisions
1.1 These conditions (hereinafter referred to as the "Postal Conditions") regulate the provision of postal services by Nova Post SK s.r.o., with its registered office at 3 Poshtova St., 811 06 Bratislava, identification number 55 131 794, registered in the Commercial Register kept by the Bratislava City Court III, LLC Division, case no. 166263/B (hereinafter referred to as the "Company"), to the Client (as defined below).
1.2 Capitalized terms defined in these Postal Conditions have the meanings outlined in this clause 1.2.
1.2.1 Additional Services mean additional services referred to in Article 7 of these Postal Conditions, being the services rendered for an additional fee according to the price list or services rendered for a fee individually agreed with the Client;
1.2.2 Address means the place of delivery of the postal shipment indicated by the Sender on the postal letter or other postal form, or the place of return of the postal shipment to the Sender;
1.2.3 Address Label means a label with the Recipient's address generated by the Sender when placing an order for the Shipment Delivery;
1.2.4 Corporate Client means a client of the provider who receives the Services as part of its business activities;
1.2.5 Business Day means regular days from Monday to Friday, except for public holidays in Slovakia.
1.2.6 Branch means the Provider's facilities for sending and receiving Shipments. In terms of sending and receiving the Shipments, these are offices and locations operated by third parties that are not operated by the Provider;
1.2.7 Cargo means a shipment with an actual or volumetric weight exceeding 30 kg, which the Sender hands over to the Provider to be delivered to the Recipient according to these Postal Conditions and the Law "On Postal Services";
1.2.8 Consumer means the Provider's client, an individual who does not use the Services as part of his or her business.
1.2.9 Client means a Corporate Client or a Consumer;
1.2.10 Parties mean both the Provider and the Client jointly and either of them separately as Parties.
1.2.11 Provider means the Company; where the context suggests, Provider also means an authorized person acting on behalf of the Provider;
1.2.12 The Provider's Mobile Application means software for quick access to information about the transportation of Parcels that is available on Android and iOS devices. The Mobile Application enables the Client to create Address Labels, search for the nearest Branch, estimate the cost of the Services, track the location of the Shipment, use Parcel lockers, or call a courier at a convenient time, as well as use other functions currently offered by the Provider's Mobile Application. The way the Provider's Mobile Application is used shall be governed by the Provider's application terms of use, which are available
on iOS – https://apps.apple.com/ua/app/nova-post/id1644647080?l=uk;
Android – https://play.google.com/store/apps/details?id=eu.novapost
1.2.13 Shipment means a shipment that the Sender hands over to the Provider to be delivered to the Recipient according to these Postal Conditions and the Law "On Postal Services";
1.2.14 Shipment Delivery means a service for delivering Shipments within the territory of the Slovak Republic or abroad;
1.2.15 Parcel Locker means a device allowing to send and collect Parcels using access data provided by the Provider or its business partner;
1.2.16 Shipment Sending Form means a form provided by the Provider when the Client orders the Service;
1.2.17 The Law on "Postal Services" means the Law of Slovakia No. 324/2011 of Coll. on "Postal Services and Amendments to Certain Acts" (the Law on "Postal Services") as amended;
1.2.18 Postal Services Agreement means an agreement between the Sender and the Provider, whereby the Provider shall provide the Sender with the Shipment Delivery;
1.2.19 Postal Services mean postal services as defined by the Law "On Postal Services";
1.2.20 Price List means the current price list of the Provider;
1.2.21 Recipient means the person appointed by the Sender as the Recipient of the Shipment Delivery;
1.2.22 Sender means the person who has concluded the Postal Services Agreement with the Provider;
1.2.23 Services mean Postal Services and/or Additional Services;
1.2.24 Website means the official Website of the Provider available at novapost.com.
1.3 By handing over the Shipment to the Provider, the Client confirms having read these Conditions and agrees to them.
1.4 The current edition of these Conditions is available on the Website and at each Branch.
2. Catalog of postal services
2.1 The Operator provides the following Postal Services:
2.1.1 Documents delivery
a) Weight: the maximum permissible weight is 1 kg;
b) Dimensions: length up to 35 cm, width up to 25 cm, height up to 2 cm; and
c) Additional information: packaging or cardboard envelope;
2.1.2 Shipment Delivery
a) Weight: the maximum permissible weight is 30 kg;
b) Dimensions: the longest side not exceeding 120 cm and the total sum of all sides not exceeding 150 cm; and
c) Additional information: rectangular shape;
d) The cost of the shipment may not exceed 5,000 euros.
2.1.3 Cargo Delivery to the Branch
a) Weight: the maximum permissible weight is 1,000 kg;
b) Dimensions: the longest side not exceeding 300 cm and the length of the other sides not exceeding 170 cm; and
c) Additional information: rectangular shape;
d) The cost of the cargo may not exceed 5,000 euros.
2.2 The Postal Services are provided by the Provider as follows:
2.2.1 Address–Address means accepting the Shipment at the Sender's address and delivering it to the Recipient's address.
2.2.2 Address–Branch means accepting the Shipment at the Sender's address and delivering it to the Branch in the Recipient's city.
2.2.3 Address–Parcel Locker means accepting the Shipment at the Sender's address and delivering it to the Recipient's Parcel Locker.
2.2.4 Branch–Branch means accepting the Shipment at the Branch in the Sender's city and delivering it to the Branch in the Recipient's city.
2.2.5 Branch–Address means accepting the Shipment at the Branch in the Sender's city and delivering it to the Recipient's address.
2.2.6 Branch–Parcel Locker means accepting the Shipment at the Branch in the Sender's city and delivering it to the Recipient's Parcel Locker.
2.3 If the shipping point or Parcel Locker is closed, temporarily inaccessible, or relocated, the Provider shall be entitled to change the place or method of delivery by notifying the Client in advance.
2.4 The Provider renders postal services according to
2.4.1 clause 2.1.1 as interchangeable postal services, and
2.4.2 clauses 2.1.2 and 2.1.3 as other postal services.
3. General conditions of Postal Services
3.1 Postal Services are provided to Clients by the Provider.
3.2 The Provider provides the Postal Services according to the terms specified on the Website for the Postal Services.
3.3 The Provider provides Postal Services in the territory of the Slovak Republic and abroad in the countries listed on the Website.
3.4 The Postal Services Agreement is generally concluded by accepting the Parcel by the Provider to be transported and delivered. The Price List published on the Website is valid.
3.5 According to the Law "On Postal Services", the Provider is not bound to conclude a Postal Services Agreement with the Recipient if the Shipment contains items that violate these Postal Conditions or annexes thereto.
3.6 The Shipment is accepted and delivered on Business Days.
3.7 The possibility of delivering and sending Shipments to and from Parcel Lockers is indicated on the Website. Shipment can be delivered to the Parcel Lockers in the Slovak Republic and other Countries listed on the Website.
4. Receiving and delivering Shipments; providing Postal Services.
4.1 General rules. Delivery, return, and refund policies.
4.1.1 The Shipment must be properly packaged by the Sender in a way that ensures the safety of the Postal Service and the delivery of its contents intact. The packaging, sealing, and internal placement of the Shipments must match the type, weight, method of receipt, distribution, and delivery time in a way to ensure that their contents are not damaged by routine handling during the delivery of the Shipment. At the Sender's request, the Provider may pack the Shipment within the scope of the Additional Service.
4.1.2 The Shipment's packaging must comply with the packaging rules available on the Website.
4.1.3 The Sender must verify that the appropriate Address Label is applied to the Shipment.
4.1.4 Cargoes exceeding the permitted dimensions or weight restrictions shall be accepted for transportation upon prior agreement with the Provider only.
4.1.5 If the provision of the Postal Services requires the Sender to indicate the cost of the Shipment, this cost must correspond to the actual cost of the Shipment's contents. The declared value of the Shipment may affect the cost of the Postal Services based on the current Price List.
4.1.6 The Sender must specify the exact address of the Recipient or the address of the Parcel Locker or Branch to which the Shipment is to be delivered. The Sender is liable for the accuracy of the data specified in the Shipment Delivery.
4.1.7 The Sender places an order for postal services on the Website, specifying, if necessary, the type of postal services required, the sender's and recipient's addresses, and/or the preferred method and location for delivery.
4.1.8 Once the order for the Postal Services is placed on the Website, the Sender is allowed to create an address label, which must be clearly and firmly attached to the package of the Shipment before shipping it.
4.1.9 All other labels applied by the Sender to the package of the Shipment must not cover the address label and must not contain anything prohibited by law and these Postal Conditions.
4.1.10 The Sender pays for the provision of Postal Services in advance according to the selected type of Postal Services and the Price List, using the payment options available on the Website, except for the payment on delivery by the Recipient, whereby the provision of Postal Services is charged according to the terms specified in these Postal Conditions.
4.1.11 The Provider refuses to conclude a Postal Services Agreement or terminates any other agreement with the Client if:
a) The Sender fails to meet the requirements for the provision of Postal Services stipulated by the Law "On Postal Services" or regulations issued under the said law, as well as these Postal Conditions;
b) The contents or packaging of the Shipment expose third parties or the Provider to the risk of damage;
c) There are inscriptions, images, drawings, or other symbols on the Sender's packaging or in the visible part of its contents that contradict the current legislation or other regulations;
d) The Postal Services are to be provided in whole or in part in the territory where the Provider is not authorized to provide such services unless the Provider concludes a cooperation agreement allowing it to provide such services in the said territory;
e) The current legislation or other regulations forbid the acceptance or transportation of Postal Shipments.
4.1.12 The Provider is entitled to:
a) Refuse to conclude the Postal Services Agreement if, according to the Provider's decision, the Shipment fails to meet the conditions required for the provision of Postal Services;
b) Terminate the Postal Services Agreement if the Shipment fails to meet the conditions specified in the Postal Services Agreement.
4.1.13 If the Provider terminates the Postal Services Agreement for the above reasons, the received Shipment is returned to the Sender at his or her expense, and the Postal Services fee is refunded (the Provider is entitled to deduct the cost of returning the Shipment from the refunded fee).
4.1.14 The Provider, having concluded the Postal Services Agreement with the Sender, is required to attach a receipt of payment for the Postal Services to the received Shipment or specify the payment method for the Postal Services and ensure that it can be identified.
4.1.15 If the Shipment cannot be delivered to the Recipient, the Provider must return it to the Sender with whom it has concluded the Postal Services Agreement. For the activities related to the return of the Shipment, the Provider may charge a fee equal to the amount specified in the Price List.
4.1.16 The returned goods are delivered back to the Sender under the same conditions as when delivered to the Recipient.
4.1.17 If the Sender fails to accept the Shipment within 7 days from the date of receiving the notification of return of the Shipment to the Sender, the Shipment shall be deemed unclaimed.
4.1.18 The Provider may open the Shipment in the cases specified in Article 13 of these Postal Conditions.
4.2 Size and weight of the Shipment
4.2.1 The cost of the Postal Services may depend on the weight and size of the Shipment according to the Price List.
4.2.2 The weight of the Shipment can be defined either by the actual or volumetric weight. The cost of Postal Services, whenever possible, is calculated according to the higher weight value (actual or volumetric) based on the Price List.
4.2.3 The actual weight is defined by weighing the Shipment on the scales.
4.2.4 The volumetric weight is defined by the external dimensions of the Shipment (in case of irregular shape, the external dimensions are measured at the most protruding points) according to the formula: Volumetric weight [kg] = length [cm] × width [cm] × height [cm] / 4,000.
4.3 Shipment and Cargo
4.3.1 The Provider may receive the Shipment at the Branch, through the Parcel Locker, or at the address specified by the Sender.
4.3.2 The Cargo may be received by the Provider at the Branch indicated by the Provider on the Website.
4.3.3 The Recipient of the service, willing to send the Shipment or Cargo, shall either deliver the Shipment or Cargo to the Branch or fill in the sending form on the Website and pay the service fee.
4.3.4 The Address Label is valid within 14 days from the date of its creation on the Website. Once this period expires, the Address Label is no longer valid.
4.3.5 When filling in the Shipment Sending Form, the Client receives the Shipment number, which can be used to get information about the status of the Postal Service.
4.3.6 When receiving the Shipment, the Provider must check the accuracy of the address and payment for the Services.
4.3.7 If the Provider discovers a wrong Address Label, incomplete address, or improperly packed Shipment, the Provider is entitled to refuse to accept the Shipment for transportation.
4.3.8 By accepting the Shipment or Cargo for transportation, the Provider does not imply that the contents of the Shipment or Cargo have been checked and meet these Postal Conditions, as well as applicable laws or regulations. The Sender is liable for the correct packaging of the Shipment and its compliance with applicable laws and regulations.
4.3.9 The Shipments or Cargoes consisting of corrugated cardboard packages connected to each other by stretch film and tape are not accepted. Contrary to the above, a Shipment consisting of several parcels may be sent from the Parcel Locker under the following conditions:
a) The Shipment or Cargo contains only textile goods (clothing, fabrics, or soft goods);
b) The total weight of the Shipment does not exceed 10 kg; and
c) The packages are connected by at least five layers of stretch film and tape to constitute a single Shipment.
4.3.10 The Shipments and Cargoes received by the Provider after 3 p.m. will be dispatched on the next Business Day.
4.3.11 If there are doubts as to whether the Shipment or Cargo contains goods of the prohibited category specified in Article 9 of these Postal Conditions, the Provider's representative is entitled to request an inspection of the Shipment or Cargo and its contents.
4.3.12 In case of refusal and/or detection of prohibited contents in the Shipment or Cargo specified in Article 9 of these Postal Conditions, the Provider's representative is entitled to refuse to provide Postal Services for such Shipment or Cargo.
4.4 Detailed terms of providing addressed services
4.4.1 When providing addressed services, the weight of a single Shipment cannot exceed 30 kg, the maximum length including packaging cannot exceed 120 cm, and the sum of all sides cannot exceed 150 cm, unless otherwise agreed by the Provider and the Client.
4.4.2 The Client is required to allow the Provider's representative (i) to reach the place specified as the pickup address and (ii) to drive closer to the specified pickup address at a distance not exceeding 50 meters.
4.4.3 If the total weight of the Shipment exceeds 30 kg, the Client must load the Shipment into the Provider's vehicle on his or her own.
4.4.4 The Client is required to make sure that the Shipment is properly packed, labeled, and handed over to the Provider with all necessary information according to the provisions of these Postal Conditions.
4.4.5 The Client is required to allow the Provider to receive the Shipment according to these Postal Conditions at the specified time and place.
4.5 Detailed terms for Shipments accepted at the Parcel Locker
4.5.1 A Shipment accepted at a Parcel Locker in the territory of the Slovak Republic must meet the following criteria:
a) The maximum permissible weight is 10 kg;
b) Maximum dimensions are 100×60×80 cm; and
c) The cost of the Shipment must not exceed 25,000 euros.
4.5.2 If these criteria are not met, the Provider is entitled not to accept the Shipment and refuse to provide Postal Services.
The Sender may place the Shipment in the Parcel Locker if there are free lockers available. The Provider does not guarantee the availability of free lockers at any time during the Parcel Locker's operation.
4.5.3 Locations of the Parcel Lockers are available on the Website.
4.5.4 If there are any issues when creating an Address Label, opening a locker, or other problems, the Sender may seek assistance by calling the Provider's contact number, which is available on the Website.
4.5.5 The schedule of dispatching Shipments is available on the Website.
4.6 General rules of Shipment Delivery
4.6.1 The Shipment Delivery takes from 1 Business Day within the Slovak Republic and from 5 Business Days when delivered abroad.
4.6.2 Shipments with guaranteed delivery time are delivered on the terms agreed with the Client in a separate Postal Services Agreement.
4.6.3 The Sender and the Recipient can track the Shipment on the Website by entering the Shipment number.
4.6.4 When delivering international Shipments, the Client bears all costs associated with customs clearance, as well as the risk associated with the activities of customs authorities and border guards related to the Shipment and its contents.
4.6.5 If the Sender claims that the Shipment contains goods that can only be purchased by persons aged 18 or older, the Provider may require the Recipient of the Shipment to present a document confirming that the Recipient meets this condition. In case of refusal to provide the document, the Provider may refuse to deliver the Shipment.
4.7 Detailed terms of delivering and sending Shipments to the Branch
4.7.1 If the payer for the service is the Sender and the form of payment is in cash, the service must be paid by the Sender to the Provider's representative. The Sender is required to provide the Recipient with the Shipment number and delivery date, as well as to inform the Recipient of these Conditions.
4.7.2 To receive the Shipment at the Branch, the Recipient must specify the Shipment number or the mobile phone number to which the SMS informing about the possibility of receiving the Shipment was sent.
4.7.3 The Recipient, acting as an individual, or the person receiving the Shipment on behalf of the Recipient, acting as a legal entity (as defined in this clause 4.7, "Recipient" means both parties, if applicable), must confirm his or her identity to the Provider's representative by presenting a valid identity document.
4.7.4 The Shipment can be delivered without confirming the Recipient's identity if the declared value of the Shipment is less than 6,000 EUR and the Recipient knows the Shipment number and can provide the receipt code sent by SMS to the number indicated as the Recipient's number.
4.7.5 To receive a Shipment amounting to 6,000 EUR or more, the Recipient must present an identity document and provide the receipt code sent by SMS to the number indicated as the Recipient's number, or confirm receipt of the message by responding to an incoming call to the number indicated as the Recipient's number.
4.7.6 A person not specified as the Recipient of the Shipment can receive the Shipment by indicating the Shipment number and presenting the appropriate authorization to receive the Shipment. A Shipment not exceeding 6,000 EUR addressed to an individual Recipient may be handed over to a person living in the same household by presenting a document confirming that he or she lives in this household.
4.7.7 The Shipment can be received at the Branch during the working hours of the Branch.
4.7.8 According to the conditions specified for delivery to the Branch, the Shipment can be sent to a pickup point being a Branch of another enterprise (grocery store, clothing and household goods store, minimarket, pharmacy, etc.), where one can receive or send the Shipment with a declared value of less than 10,000 EUR, weighing no more than 10 kg, and having a maximum length of one side of the Shipment of no more than 60 cm. If the Recipient fails to pick up the Shipment within 5 days, it will be transferred to the nearest Provider's Branch.
4.8 Detailed terms of delivering Shipments to the address
4.8.1 If the Shipment is delivered to the address, the Recipient will receive an SMS to the phone number specified by the Sender about the scheduled delivery date of the Shipment.
4.8.2 If the Shipment is delivered to the address where the Recipient or a member of his or her family is not present to receive the Shipment, the Provider hereby undertakes to deliver the Shipment to the Branch where the Recipient may collect the Shipment according to clause 4.7 of these Conditions unless otherwise specified below. The Shipment can be received within 7 days from the date of notification informing the Recipient of the possibility of receiving the Shipment at the Branch. Upon expiration of this period, the Shipment may be returned to the Sender without prior notice.
4.8.3 The Provider is not required to verify the identity of the person receiving the Shipment at the address. The person receiving the Shipment at the address is deemed to be the person entitled to receive the Shipment.
4.8.4 Once the Recipient or a member of his or her family receives the Shipment, the Provider may request confirmation of receipt from this person. Refusal to confirm receipt means refusal to accept the Shipment. Then the Provider proceeds similarly to clause 4.8.2 of these Conditions.
4.8.5 When delivering the Shipment with an option to deliver it only to the Recipient's hands, the Recipient is required to provide an identity document at the request of the Provider's representative. In case of refusal to provide such a document, the Provider may refuse to deliver the Shipment. Then the Provider proceeds similarly to clause 4.8.2 of these Conditions.
4.8.6 The time the Provider's representative spends at the address when delivering the Shipment shall not exceed 15 minutes.
4.8.7 The Shipment can be delivered to the address only if the specified Address can be reached by vehicle at a distance not exceeding 50 meters. The Shipment can be delivered to the address only if it weighs up to 30 kg.
4.8.8 At the Recipient's request, the Shipment Delivery may be delayed for up to 5 Business Days.
4.9 Detailed terms of delivering Shipments to the Parcel Locker
4.9.1 A Shipment delivered to a Parcel Locker on the territory of Ukraine must meet the following criteria:
a) The maximum permissible weight is 20 kg;
b) Maximum dimensions are 40×30×60 cm; and
c) The cost of the Shipment must not exceed 5,000 EUR.
4.9.2 A Shipment delivered to a Parcel Locker on the territory of the Slovak Republic must meet the following criteria:
a) The maximum permissible weight is 10 kg;
b) Maximum dimensions are 100×60×80 cm; and
c) The cost of the Shipment must not exceed 25,000 EUR.
4.9.3 If these criteria are not met, the Shipment is sent to the nearest Branch.
4.9.4 The Shipment can be delivered to the Parcel Locker only as a single parcel per Address Label.
4.9.5 Once the Shipment is placed in the Parcel Locker, the Recipient receives an SMS to the phone number specified by the Sender.
4.9.6 To receive the Shipment at the Parcel Locker, install the mobile application and log in using the mobile phone number specified as the Recipient's number.
4.9.7 If the Recipient pays for the Shipment, it must be paid with a payment card in the mobile application before receiving the Shipment. Detailed terms and conditions for using the mobile application are available on the Website.
4.9.8 The Provider retains the Shipment at the Parcel Locker if there are free lockers. If there are no free lockers in the Parcel Locker, the Provider is entitled to move the Shipment to another Parcel Locker located nearby, change the delivery date, or alter the form of delivery. The Provider is required to inform the Recipient thereof.
4.9.9 The schedule of dispatching Shipments is available on the Website.
4.9.10 The terms of using the Provider's affiliate Parcel Lockers are available on the affiliate websites listed on the Website.
5. Details required for registered shipments
5.1 To apply for the Services, the Sender is required to provide the details specified below in Article 5.
5.2 Information about the Sender:
5.2.1 For legal entities and individual entrepreneurs: full name, identification number, address (legal address), possibly a Branch for sending, mobile phone number, and email address of the contact person.
5.2.2 For individuals: full name, address (place of residence), or Branch for sending, mobile phone number, and email address.
5.3 Information about the Recipient:
5.3.1 For legal entities and individual entrepreneurs: full name, identification number, address (legal address), possibly a Branch for delivering, mobile phone number, and email address of the contact person.
5.3.2 For individuals: full name, address (place of residence), possibly a Branch for delivering, mobile phone number, and email address.
5.4 Details of the Shipment: number of shipments, actual weight and dimensions, hs code, declared value, description of contents, and selected Postal Services option.
5.5 Payer for the Services
5.6 Form of payment (cash/non-cash).
5.7 Selected Additional Services.
5.8 Further details that may affect the quality, duration, and price of the Services, such as delivery terms, country of origin, and detailed descriptions.
6. Payments
6.1 The cost of the Services is defined according to the current Price List.
6.2 The Sender is required to submit all details to the Provider to define the total cost of the selected Services. The Provider is required to define the price mainly by calculating and/or measuring the volume of the Shipment.
6.3 If the payment of the cost (or part thereof) for the service is delayed for more than 15 days, the Provider is entitled to suspend the provision of all Services until the full settlement of the due amount.
7. Additional services
7.1 The Provider renders the following Additional Services at the Client's request, which are additionally charged according to the Price List:
7.1.1 Packing means placing the Shipment in a suitable type of packaging to ensure the safety of its transportation and storage, as well as its protection. The Shipment is packed in packaging from the range offered by the Provider.
7.2 At the Client's request and for a fee agreed with the Client, the Provider renders the following Additional Services:
7.2.1 Personalized service means a Service provided under an individual agreement and according to the specific requirements of the user.
8. Provider's Services
8.1 "Company Account" means a user account available on the Website and allowing the Client to create Address Labels, order Additional Services, etc.
8.2 "Receiving notification of the Shipment number" means notifying the Recipient or the Sender of the Shipment number after sending a request to the Provider at the Branch and confirming the identity.
8.3 "Shipment Tracking" allows you to track the location of the Shipment according to the Shipment number. This service can be accessed on the Website or in the Mobile Application.
8.4 "Checking the Shipment" allows the Recipient to open the package and check the Shipment for external damage and compliance with the order in a certain window or at the place of delivery to the Address in the presence of the Provider's representative. The Provider does not monitor the Shipment if it is stipulated in the Postal Services Agreement.
8.4.1 It is prohibited to monitor the Shipment if it implies:
a) Connectable devices, storage media, and mechanisms not included in the Shipment (except for SIM cards, headphones, batteries, flash drives (e.g., to check for defects in the TV matrix));
b) Using consumables included in the Shipment (e.g., perfume bottles for aerosol testing or cosmetics for testing);
c) Using the contents of the Shipment involving the Recipient's personal belongings, including storage media (it is prohibited to connect, read, or copy);
d) The leakage of fuel and lubricants or other liquids during transportation;
e) Setting passwords for electronic devices with such functionality (phones, tablets, computers, or laptops);
f) Removing factory, promotional, and advisory labels from shipments and their contents (except for labels attached to the packaging of computer, electronic, and optical products);
g) Opening the packaged Shipments, which are first opened by one of the following methods (only external damage control is allowed):
i. Sealing (pockets sewn with rope; metal or paper filling of cans, perforations on the lid necks of containers for liquids, etc.);
ii. Thermal film (except for computer, electronic, and optical products and accessories), which is a type of packaging film that can shrink when exposed to temperature and take the shape of the packaged product;
iii. Blister package, which is a container or box designed to reproduce the shape and size of an object that is placed inside or to form a container suitable for the contents of a product, made of heat-resistant plastic and designed to be hard printed, metal, or plastic coated;
iv. Polyethylene laminated container, which is a package containing two or more layers of film joined together by high temperatures, glue, or solvent.
h) Disassembling, except for inserting a SIM card or battery, without any tools not included in the delivery set;
i) Checking the Shipments outside the Branch (in case of Shipments sent to the Branch);
j) When delivered to the Address:
i. Extracting the box in which the Shipment is packed;
ii. Connecting portable household appliances to the mains (it is allowed to check the goods for external and mechanical defects of the Shipment).
If these Postal Conditions are violated, the Recipient is required to pick up the Shipment and pay the cost of the services provided to him or her.
8.5 "Notification" means informing the Recipient and the Sender about the time of arrival, delivery, and storage of the Shipment. This Service is provided by SMS, messaging in the Mobile Application or via the WhatsApp application, by phone, or as an electronic conversation based on a contractual relationship with the Provider.
8.6 "Changing Data" allows the Sender to change the data specified on the Address Label from the moment of its creation until the Recipient receives the Shipment. This Service can be ordered at the Branch (in the Sender's or Recipient's region; the list of cities belonging to this region can be obtained by phone from the Provider) or from a personal manager by leaving a request on the Website, making changes in the Personal Account of the company or by phone from the Provider. This Service is not available on the day the Shipment is delivered to the Address.
9. Conditions concerning goods and substances that cannot be packed in separate Shipments
9.1 The Shipment must not contain, in particular:
9.1.1 Valid and invalid banknotes and coins, including foreign currency, securities, payment cards, and other payment instruments, postage stamps, official seals, and other valuables, works of art, jewelry, except for artificial jewelry and ornaments; precious stones, precious metals, antiques, and other objects of special value, securities with a denomination other than in the insured shipment;
9.1.2 Objects of criminal activity;
9.1.3 Firearms, pneumatic weapons, and parts thereof, ammunition, cold steel, objects imitating firearms and cold steel, other objects specially designed for attack and defense (guns, paralyzing aerosols, daggers, etc.);
9.14 Such substances as hydrogen peroxide, acids, high-octane oxygen-containing pollutants (chemical compounds added to gasoline), as well as liquids and substances in packaging that have been identified as containing hazardous substances designated as classes 1-7, including, for example, flammable substances, combustible and explosive substances, radioactive substances, and other hazardous goods with appropriate labeling ("explosive materials and substances", "gases", "flammable liquids", "pyrophoric substances", "toxic and infectious substances", "oxidizing substances", "radioactive substances", "corrosive and caustic substances", "other hazardous substances and products"), carcinogenic substances, and all substances that may pose a danger to human life or health;
9.1.5 Containers with liquid or gas, including all types of fire extinguishers (except for empty bottles without valves);
9.1.6 Containers with liquid lacking manufacturer's markings (labels) describing the name of the substance, its properties and storage conditions, with signs of spoilage, signs of leakage, unpleasant odor, improperly packaged; if the liquid is chemically active, appropriate labeling is required;
9.1.7 Fluorescent lamps and other products containing mercury or asbestos, as well as derivatives thereof (pipes, slates, etc.);
9.1.8 Used batteries, including batteries for vehicles, motorcycles, and agricultural machinery. New batteries for vehicles, motorcycles, and agricultural machinery with plastic-covered terminals can only be delivered directly from the factory (with or without original packaging) to the Address;
9.1.9 Animals, insects, animal remains, untreated skins, ashes or human remains, organs, tissues, and fluids of the human and animal body, as well as other biologically active objects;
9.1.10 Live plants, especially those requiring special transportation conditions;
9.1.11 Endangered wildlife specimens and wild plants, unless otherwise provided by a special resolution;
9.1.12 Tobacco products, e-cigarettes, and parts thereof;
9.1.13 Food products requiring a special temperature regime or with a shelf life of up to 5 days (the expiration date is indicated on the package), chilled or frozen food products, dairy products, vegetables, and fruits; other food products may be further restrained in areas subject to limitations or instructions relating to embargoes, quarantine, etc. as determined by government authorities;
9.1.14 Medicines and hygiene products requiring special storage and transportation conditions, ethyl alcohol, or veterinary immunobiological agents;
9.1.15 Goods subject to special control under the applicable law, including narcotic drugs, narcotic potions, substances containing cannabis (except for those authorized for sale), psychotropic and psychoactive substances, as well as similar substances;
9.1.16 Fragrances and odors, goods that are contaminated and may cause damage to other goods, human or animal health (including cooked food, heavily polluted goods, items in oil or other corrosive substances, bacteria, and live viruses), toxic substances;
9.1.17 As for international shipments, goods that are prohibited for import or export or require special permission according to the rules of the respective country of departure, transit, or destination;
9.1.18 Shipments that are subject to restrictions under applicable sanctions legislation, in particular, because of their retention, recipient, sender, or country of origin or destination. The sanctions legislation includes all laws, regulations, or sanctions (trade and economic restrictions) against countries, individuals/groups of individuals, and companies, including measures imposed by the United Nations, the European Union, and the member states of the European Union, in particular, Annex I to EU Directives 2580/2001 and 881/2002 "On the fight against terrorism" or other sanctions registers as amended, as well as deliveries to the country of destination subject to foreign trade restrictions (embargoes);
9.1.19 Articles or goods that are restricted or prohibited from being distributed;
9.1.20 Other goods prohibited by applicable laws or regulations.
9.2 The list of unacceptable contents of a parcel is an estimate only, not an exhaustive list.
9.3 Notwithstanding the above list, the permitted substances include (according to the UN Model Regulation Rev. 22 (2021)):
9.3.1 Substances classified as hazard classes 8 and 9, except for acids (regardless of concentration) and substances containing any amount of acid, hydrogen peroxide, or other chemical compounds with oxidizing properties;
9.3.2 Chemicals classified as hazard classes 2 and 3 in containers intended for transportation by an approved manufacturer:
a) Paints: in metal containers not exceeding 10 liters (the number of containers is not limited);
b) Automotive oils (engine, transmission) without any volume limitations;
c) Human biological material as smears (including oral swabs);
9.4 The Provider is entitled to refuse to accept the Shipment, return it to the Sender at the Sender's expense, and refuse to provide the Services if there is a reasonable suspicion that the contents of the Shipment do not meet the conditions specified in these Postal Conditions and applicable laws or other regulations.
9.5 By accepting the Shipment, the Provider does not guarantee that the Provider has checked its contents and that the provision of Postal Services is authorized for the specific contents of the Shipment.
9.6 When concluding the Postal Services Agreement, the Provider is entitled to request evidence from the Sender that the Shipment and the procedure for its processing comply with the Postal Conditions; however, the Provider is not required to verify this fact. The Sender is liable for the contents and processing of the Shipment.
9.7 If the Provider reasonably suspects that the Shipment contains or may contain illegal items or materials prohibited for sale under applicable laws or regulations, the Provider must notify the competent authorities.
9.8 If the Provider chooses to refuse to provide the Services (including in case of cancellation of the Postal Services Agreement, termination of the Services, or return of the Shipment), the Provider is entitled to return the Shipment to the Sender at the latter's expense.
9.9 If the Shipment is inspected by the Provider, it is done in the presence of the Sender, and if this is not possible, in the presence of persons appointed by the Provider according to the applicable law. The Shipment inspected by the Provider will be clearly marked indicating that the Shipment has been inspected.
9.10 If, owing to the unacceptable content of the Shipment, the Provider, its employee, or a third party incurs damage resulting from the provision of the Postal Services, the Sender is required to compensate for such damage in full.
10. Acceptable parameters of the declared value
10.1 The declared value means the value of the Shipment or Cargo declared by the Sender in the Shipment form. The declared value equals the actual (market) value of the Shipment or Cargo;
10.2 Damage to the Shipment or the Cargo is reimbursed by paying the amount corresponding to the declared value. The Sender is required to pay the cost specified in the Price List for the ordered Services. The cost of transportation services rendered by the Provider is also reimbursed by paying the declared value in case of damage to the Shipment or the Cargo. If the Shipment or the Cargo is damaged, the Sender must provide a written statement confirming that the Shipment or the Cargo was properly packed and indicate the bank account number for receiving reimbursement. This does not affect the compensation limits specified in the Complaints Procedure.
11. Complaints
The rights and obligations of the Clients and the Provider are specified in the Complaint Procedure developed by the Provider.
12. Non-delivery procedure
12.1 If the Shipment or the Cargo cannot be delivered to the Recipient, the Provider is required to ensure the return of the Shipment or the Cargo to the Sender.
12.2 The Shipment cannot be delivered in cases when:
12.2.1 The Shipment does not comply with the conditions specified in these Postal Conditions;
12.2.2 The Shipment has an incomplete or incorrect Address Label;
12.2.3 The Recipient is incorrectly indicated on the Address Label;
12.2.4 The Recipient refuses to accept the Shipment;
12.2.5 This is stated in these Postal Conditions.
12.3 The return of the Shipment to the Sender does not affect the Service Provider's right to be paid for the Services.
13. Shipment opening procedure
13.1 The Provider is entitled to open the Shipment according to the Law "On Postal Services" if:
13.1.1 It cannot be delivered and, at the same time, cannot be returned or should not be returned according to the Postal Services Agreement;
13.1.2 It is reasonably suspected that it contains an item that is considered dangerous according to these Conditions or an item whose postal delivery is excluded according to these Conditions;
13.1.3 It was damaged;
13.1.4 It is reasonably suspected that damage has occurred or is likely to occur before delivery; or
13.1.5 It is required to fulfill the obligations assigned to the Provider according to the applicable law or other regulations.
13.2 The provisions of clause 13.1 do not apply to a Shipment whose external design makes it clear that it is untouchable according to an international agreement that is part of the legal system of the Slovak Republic.
13.3 The Provider is required to inform the Recipient of the opening of the Shipment upon its delivery or the Sender upon its return.
13.4 The contents of the Shipment may be inspected upon opening only to the extent necessary to ensure the purpose of the inspection.
13.5 The Provider is entitled to open the Shipment in case of rendering International Shipment services to the Address in order to inspect the contents of the Shipment before proceeding with the customs procedure.
13.6 When opening, it must be ensured that the information covered by the applicable laws or regulations is protected.
14. Procedure for selling or disposing of a Shipment
14.1 If the shipment is undeliverable for any reason, the Operator will attempt to contact the sender to arrange for the return of the shipment, subject to any local regulatory restrictions. If it is not possible to contact the sender or the sender does not provide instructions within an acceptable time frame, the Operator may return the shipment to the sender, send it for temporary storage, place the shipment in a regular warehouse or a bonded warehouse, or dispose of it, in accordance with the requirements of local law or the applicable local rules of the Operator's partners.
14.2 If the shipment cannot be delivered, cleared or returned, the Operator may transfer or dispose of the shipment, in accordance with the requirements of local legislation or the applicable local rules of the Operator's partners. The sender is responsible for paying all costs, expenses and payments incurred in the process of returning, storing or disposing of undelivered shipments, except for cases where the shipment was not delivered due to the fault of the Operator.
14.3 Shipments that cannot be returned due to local regulatory restrictions or applicable local rules of the Operator's partners shall be sent for temporary storage, placed in a regular warehouse or a prescribed customs warehouse or disposed of in accordance with such rules. The Sender agrees to pay all costs incurred by the Operator in connection with such placement or disposal.
14.4 The Provider is entitled to sell the Shipment or a part thereof following (a) 3 months from the date of its storage by the Provider in case of unregistered Shipment or following (b) 6 months from the date of its storage by the Provider in case of registered Shipment, if:
14.4.1 The shipment cannot be delivered and cannot be returned or is not subject to a return; or
14.4.2 It is reasonably suspected that the contents of the Shipment will be damaged before delivery.
14.5 The Provider may sell the Shipment or a part thereof only after the Provider has opened the Shipment according to these Conditions.
14.6 When selling the Shipment or a part thereof, the Provider is required to consider whether the sale is reasonably profitable for the Sender. The Provider is required to sell the Shipment at a public auction on its Website.
14.7 Where possible, the proceeds of the sale less the cost of storage, the cost of sale, and the unpaid part of the price (hereinafter referred to as the "Net Profit") must be sent by the Provider to the Sender. If the Net Profit has not been received by the Sender, the Sender is entitled to apply for its payment within one year from the date of sale of the Shipment or part thereof. Upon expiration of this period, the right to payment of the Net Profit ceases and the Net Profit is returned to the Provider.
14.8 The Provider is not required to sell the Shipment, in particular, if the costs of selling the Shipment are inconsistent with the proceeds from the sale.
14.9 The Provider is entitled to dispose of the Shipment or a part thereof following the expiration of the terms specified in clause 14.1 if the contents of the Shipment have been fully or partially disposed of.
14.10 The Provider is entitled to dispose of the Shipment or a part thereof before the expiration of the agreed term if it is required to ensure the protection of human health.
14.11 If the Shipment is not sold and cannot be delivered and at the same time cannot be returned or should not be returned under the Postal Services Agreement, the Provider must dispose of it after 1 year from the date of its receipt by the Provider.
14.12 The provisions of this article of these Postal Conditions do not apply to Shipments that are considered untouchable according to an international agreement that is part of the legal system of the Slovak Republic. The contents of the Shipment covered by the Law "On the Protection of Correspondence" are not subject to sale.
14.13 If a complaint is filed against a particular Shipment, the terms specified in clause 14.1 apply to such Shipment until the end of the period during which all relevant remedies relating to the complaint may be applied.
15. Force Majeure
15.1 Neither Party is liable for any loss or breach of the Postal Services Agreement, as well as for any delay in the performance of obligations arising therefrom (except for any payments due under this Postal Services Agreement), if such circumstances were caused by force majeure. If either Party's delay in fulfilling its obligations under these Postal Conditions is caused by force majeure, the term of fulfilling the obligation is suspended for a period corresponding to the duration of the force majeure, and the Parties concerned must proceed with the fulfillment when the force majeure has ceased. The Party affected in this way is required to undertake all commercially reasonable efforts to notify the other Party as soon as possible and to specify the extent and nature of the force majeure.
15.2 Both Parties undertake all reasonable efforts to mitigate the effects of force majeure on the fulfillment of their obligations. If, due to force majeure, the Provider can only fulfill its obligations by increasing additional costs, these reasonable and agreed costs are borne by the Client.
15.3 Force majeure means any event or unforeseen circumstances beyond the reasonable control of the Parties which, despite all efforts, cannot be avoided or prevented and which were not caused by errors or omissions of the Parties affected thereby. These include, but are not limited to, measures imposed by any government or other authority, war or national emergency, riots, civil commotion, terrorism, piracy, fire, explosions, floods, computer viruses, cyber attacks, adverse weather conditions, epidemics, pandemics, lockouts, strikes, and other disturbances (whether involving employees of a Party or its subcontractors), shortages of manpower, materials, or services, and inability or delay in transporting shipments.
15.4 To suspend or restrict the provision of Postal Services according to Article 15 of these Postal Conditions, the Provider may do so in all or part of the territory where the Provider provides Postal Services. The Provider is required to place a notice of suspension or restriction of the Postal Services on the Website.
15.5 The Provider may extend the period of suspension or restriction of the Postal Services according to Article 15 of these Postal Conditions for a period of 10 Business Days following the end of the circumstances that caused their imposition; this will be announced on the Website.
16. Protection of personal data and postal secret
16.1 The subject of the postal secret is:
16.1.1 Information and data referring to the Shipments and Postal Services provided therein, except for statistical information that does not specify the Sender or Addressee of the Shipment;
16.1.2 The content of the correspondence; or
16.1.3 The content of other postal shipments.
16.2 The Provider and any person having access to information protected by postal secret must preserve the confidentiality of this information and prevent its disclosure to unauthorized persons. The Sender or the Addressee, their legal representative or a person acting on their behalf under a valid written power of attorney may waive such confidentiality only in writing.
16.3 The subject of postal secret may be disclosed by the Service Provider only to the Sender, the Addressee, their successor, or a person acting on their behalf under a written power of attorney with the principal's certified signature. The information constituting postal secret may be provided to the court, another state body upon a written request and court order to fulfill its duties according to special regulations, as well as to a law enforcement body to investigate, clarify the circumstances of crimes, and prosecute them.
16.4 To provide Postal Services or fulfill its obligations under the Law "On Postal Services", the Provider is entitled to process data, including personal data of the Sender, Addressee, and their representatives, as follows: first name, last name, position, address, date of birth, personal identification number, identification data, bank details, telephone number, email address, the relationship between the representative and the Addressee, information about the mailing process, and details of the failure to deliver the Shipment (hereinafter referred to as "Personal Data"). The processing of Personal Data will be limited to the extent required to achieve these purposes and for the required period (e.g., delivery and tracking, customer support, compliance with legal obligations, statistics and reviews, internal control, and registration, as well as defense against legal claims). The Provider is entitled to provide, transfer, or disclose the processed Personal Data solely for the purposes specified in the Law "On Postal Services" and to comply with the rules governing international postal services.
16.5 The Provider may share information and data protected under the provisions "On Personal Data" only with the relevant person. The Provider is entitled to demand reimbursement of its expenses for sharing such information and data within the amount specified in the Price List or the rate of another Provider.
16.6 As part of the execution of the Postal Services Agreement and the provision of Postal Services, the Sender submits to the Provider its personal data and personal data of third parties, in particular the Addressee, such as first name, last name, address, telephone number, and email address.
16.7 The Provider submits information and data protected according to the provisions "On Personal Data Protection" to the court, prosecutor's office, or another governmental body solely for the purpose of performing their tasks under the relevant special provisions or for the purpose of detecting, investigating, and prosecuting criminal offenses.
16.8 The Provider discloses information about postal shipments only upon written request:
16.8.1 To the Sender, the Addressee, and their successors, if they prove their powers and sufficiently identify the Shipment, or to a person acting on their behalf under a written power of attorney certifying the authenticity of the principal's signature,
16.8.2 To a governmental body authorized to ensure the defense and protection of the state, internal order and security of the state, as well as to detect and prosecute offenses according to special laws,
16.8.3 To other authorities it is legally obliged to cooperate with.
16.9 The documents and data relating to the Shipment must be kept by the Provider for three years from the date of receipt of the Shipment if a waybill is received, or for three years from the date of delivery if a delivery confirmation is received, and for three years from the date of delivery of the goods.
16.10 The storage period specified in clause 16.9 also applies to documents and data containing the Personal Data of the Sender and the Recipient, as well as their authorized representatives.
16.11 When creating, processing, and storing information and data through information systems, as well as when providing postal services, the Provider is required to ensure their security against disclosure to another person and inappropriate use.
16.12 The Provider is required to ensure that all premises where shipments are created or processed are marked with a warning that unauthorized persons (non-employees of the Provider) are prohibited from entering these premises.
16.13 The Provider is required to prevent unauthorized persons from accessing these premises by involving its personnel, security doors, monitoring system, as well as other security devices or measures.
16.14 The Provider is required to ensure that the premises where personal data is processed and postal shipments are sent are protected according to the principles of personal data protection and postal secret as defined in clause 16.
16.15 Furthermore, when exercising the rights and obligations arising from the Postal Services Agreement, the Provider is entitled to transfer or otherwise provide access to personal data to the Provider's contractual partners who ensure, in particular, transportation, reception, processing, delivery, or storage of the Shipment to deliver it as intended and in compliance with the principles of personal data protection and postal secret under clause 16 of these Postal Conditions.
16.16 Subject to the agreed method of providing Postal Services, the Provider undertakes to give the Sender access to and allow the Sender to use a secure interface to transmit Personal Data to the Provider. The Sender assumes responsibility for the security of the Personal Data when transmitted to the Provider by means other than using a secure interface. The Provider applies appropriate technical and administrative measures to protect Personal Data from accidental or unauthorized destruction or accidental loss, alteration, unauthorized disclosure, or access.
16.17 Further details of the principles governing the processing of Personal Data are available on the Website.
16.18 The Provider assumes no responsibility for the leakage of information and Personal Data about the Shipment and its contents if it is possible to directly read, reproduce, or otherwise obtain them unprotected before they are received from the Sender or after they are delivered to the Recipient. Moreover, the Provider assumes no responsibility for customs declarations and decisions of the customs authorities when processing the Shipments submitted for customs inspection.
17. Additional and final provisions
17.1 The current version of these Postal Conditions is available on the Website and at the Branches.
17.2 The Provider is required to announce amendments to these Postal Conditions or the Price List on the Website no later than 30 days after the effective date. This information is also available at each Branch.
17.3 If the Client fails to expressly disagree with the amendments to these Postal Conditions in writing within 10 days prior to the effective date, the new version of these Postal Conditions becomes binding on all contractual relations between the Provider and the Client under these Postal Conditions.
17.4 To the extent not regulated by these Postal Conditions, the provisions of applicable law, in particular, the Law "On Postal Services", its bylaws, and Law No. 40/1964 of Coll. of Laws, Civil Code, as amended, will apply.
17.5 When concluding an international agreement, the Parties expressly agree that the legal relations between them are governed by the laws of Slovakia.
17.6 These Postal Conditions are an integral part of any Postal Services Agreement concluded by the Provider.
17.7 If any provision of these Postal Conditions or part thereof is declared invalid for whatever reason, it will not be applied for this purpose. This does not affect the validity of the remaining parts of these Postal Conditions.
17.8 If any of the provisions of these Postal Conditions become outdated or contradict the current legislation, the other provisions of these Postal Conditions remain in force.
17.9 These Postal Conditions come into force on August 11, 2023.